FAQ's
How can I contact WillowJax?
You can email us at info@willowjax.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
Where do you ship from?
We ship from local suppliers.
Can I change or cancel my order?
To ensure prompt order processing, we aim to process your orders as fast as possible. You may cancel or change your order before it has been processed or up to a maximum of 12 hours, whichever come first. All requests after this time will be denied - contact info@willowjax.com.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-10 days to arrive from order process.
What if I don't receive my order?
If you don't receive your order within 10 days after shipping, please contact info@willowjax.com we take pride in our service and we will be happy to support.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free and in GDP, which means you may be liable to pay for duties and taxes once you receive your order. We generally dispatch from local suppliers so orders should not be subject to import taxes. On the unlikely event where your order is dispatched internationally import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
Due to the personalised nature of the items purchased in the WillowJax store returns will only be accepted if there is a manufacturing defect. All our products are thoroughly inspected prior to dispatch.
Please contact us at support@willowjax.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We are passionate about your experience with WillowJax and we will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.